BRIANNA BILLUPS
Wake Forest,NC
Summary
Dynamic and detail-oriented professional with extensive experience in customer service and training. Proven ability to enhance customer satisfaction through active listening and conflict resolution. Recognized for strong leadership and organizational skills, consistently delivering exceptional results in high-pressure environments. Committed to fostering teamwork and improving operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Developmental Team Lead
Duke Energy
Raleigh, NC
03.2026 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Business Services Specialist I
Duke Energy
Raleigh, NC
04.2022 - Current
- Handles inbound calls from builders, inspectors, plumbers, electricians, and homeowners for a variety of new and existing construction service requests.
- Actively collaborates with Work Management Specialist and Engineering to ensure correct work orders and service orders are entered, and customer's are contacted in a timely manner.
- Handles non-call work efficiently and accurately to ensure web requests are submitted correctly to enhance our customer and builder experience.
- Provides support on our Resource Support Line when a Specialist has an escalation, service/ work order issue, and reaching out to dispatch as needed for any order delays.
- Provides support while on Team Support to assist Specialist with any process questions or order entry issues. while ensuring specialist are using all resources to obtain correct information.
Energy Protection Specialist
Duke Energy
Raleigh, NC
12.2019 - 04.2022
- Provided quality customer service to customers calling in with energy theft concerns, and submitted orders to investigate legitimate reports to our revenue assurance investigators.
- Researched accounts thoroughly before starting service by using software Lexus to determine if a customer is associated to the address or account holders with balance or tamper concerns.
- Protected revenue for Duke Energy by collecting any and all balances before connecting services for accounts with or without energy protection or tamper issues.
- Actively communicated with Revenue Assurance Investigators with any new energy theft Concerns or customer reports of theft for investigation.
Residential Base Specialist
Duke Energy
Raleigh, NC
10.2018 - 01.2020
- Provided quality customer service to customer's calling in for billing issues, explanation of billing, application for service, outages, and meter issues.
- Maintained a safe work environment by reporting all good catches and near misses, and any other hazardous situations to management.
Progress Partner, Trainer
Spectrum Corporate
Morrisville, NC
11.2017 - 10.2018
- Provided quality training to new hires in a training environment by answering all questions pertaining to Spectrum systems and processes.
- Provided assistance through demonstration on live calls to ensure the new hires knew the correct call flow and work processes.
- Provided support in the nesting period to prepare all new hires with confidence in knowledge of soft skills, work processes, and call flow acquired through training go live on the floor.
Customer Care Specialist
Spectrum
Morrisville, NC
04.2016 - 10.2018
- Provided a world class customer service experience to customers while handling billing, technical, and dispatch support in the event a technician is needed.
- Submitted all work order's for technical support accurately to ensure a smooth order flow and customer satisfaction.
- Handled all levels of calls with professionalism, efficiency, and quality at all times.
Customer Care Specialist
Conduent
Raleigh, NC
11.2015 - 04.2017
- Provided quality customer service to Humana mail order member's in a high call volume setting.
- Ensured all mail order prescriptions were entered accurately, and all orders were handled with care and priority.
- Contacted doctor call when needed to make sure all member's were contacted for any medication refill issues.
Correctional Officer
Central Prison
Raleigh, NC
11.2013 - 11.2015
- Supervised the location, movement, and activities of inmates to ensure the security of the facility and general public.
- Conducted regular inspections of buildings and grounds to identify potential hazards or contraband.
- Implemented conflict resolution strategies to de-escalate tensions among inmates effectively.
- Trained new correctional staff on protocols, emergency procedures, and inmate management techniques.
- Maintained a professional demeanor inside and outside of the facility at all times.
Customer Service Representative
Trader Joes
Raleigh, NC
10.2008 - 11.2013
- Provided quality customer service while making sure shelves were properly stocked for customer's.
- Answered all questions and concerns regarding products to ensure customer satisfaction. Increased sales by suggesting new products to customers.
- Followed all food safety protocol by using keeping a clean work space, and pulling any expired product from the shelves as needed.
Shift Leader
Applebee's Neighborhood Grill & Bar
Raleigh, NC
11.2007 - 11.2013
- Provided a WOW customer service and dining experience to all guests by ensuring all staff was attentive to guest needs.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
Education
Associate of Science - Criminal Justice
North Carolina Justice Academy
Raleigh, NC04-2013
Associate of Science - Business Administration
Strayer University
Raleigh, NC06-2010
Skills
- Team Player
- Active listening skills
- Strong conflict resolution skills
- Strong leadership qualities
- Customer Service expert
- Attention to detail
- Observant
- Experienced in security field
- Organized
- Proficient in Microsoft Word, Power Point, and Excel
Accomplishments
During my career with Duke Energy, I have been a part of the Residential Base Department, Energy Protection Department , New Construction Department, Resource Support Line, and team support, new hire nesting chat, and recently Developmental Team Lead. I am confident in my abilities, and I strongly feel I will be a great asset to the training department because of my knowledge and dedication to helping others.
Certification
Certified New Hire Trainer, Restaurant Hostpitality
Applebee's Neighborhood Expert- Raleigh NC, USA
Year- 2008
Timeline
Developmental Team Lead
Duke Energy
03.2026 - Current
Business Services Specialist I
Duke Energy
04.2022 - Current
Energy Protection Specialist
Duke Energy
12.2019 - 04.2022
Residential Base Specialist
Duke Energy
10.2018 - 01.2020
Progress Partner, Trainer
Spectrum Corporate
11.2017 - 10.2018
Customer Care Specialist
Spectrum
04.2016 - 10.2018
Customer Care Specialist
Conduent
11.2015 - 04.2017
Correctional Officer
Central Prison
11.2013 - 11.2015
Customer Service Representative
Trader Joes
10.2008 - 11.2013
Shift Leader
Applebee's Neighborhood Grill & Bar
11.2007 - 11.2013
Associate of Science - Criminal Justice
North Carolina Justice Academy
Associate of Science - Business Administration
Strayer University